Donor Care and Engagement Officer

2 weeks ago

Johannesburg, Gauteng, South Africa Medecins Sans Frontieres South Africa Full time

About MSF
Doctors Without Borders/Médecins Sans Frontières (MSF) is an international, independent medical humanitarian organisation.

We help people worldwide where the need is greatest, delivering emergency medical aid to those affected by conflict, epidemics, disasters, or exclusion from health care.

MSF was founded in 1971 by a group of journalists and doctors.

Today, we are a worldwide movement of more than 63,000 people, implementing and managing medical projects in close to 72 countries worldwide.

We are guided by the principles of independence, neutrality and impartiality, as described in the MSF Charter.

We implement our medical programs in areas where no health or sanitary systems exist, or where health structures are overwhelmed by the needs of populations.

For 50 years, we have been providing medical assistance irrespective of race, religion, gender or political affiliation. We observe neutrality in situations of conflict, and impartiality in the name of medical ethics. To ensure our independence, the majority of our funding is provided by private donations from members of the public. Additional funding may come from foundations, governments and international institutions.

MSF Southern Africa (MSF SnA) recruits medical and non-medical staff to join our teams here and abroad.

All of these people bring professional abilities, practical experience, as well as a commitment to and concern for the people they help.

In addition, the Section is responsible for communications in the region, operational support to programmes in Southern Africa, and fundraising in South Africa.

The Section is currently in the process of building a new Operational Directorate by partnering with at least MSF Eastern Africa and MSF Spain.

As a result, the operational strategic growth of the Section is a priority over the coming few years.

Position Level:
level 4 to 5 Position depending on Experience.

Purpose of the Job


Providing essential personal contact to donors and qualified prospects by handling customer service issues, facilitating donors' queries and gift renewals and upgrades and assisting in all retention activities.

Project coordination and management of Mid -Level donor segment. Project leading third party events.

Report to:
Donor Loyalty and retention Manager

Job Overview

Visions of the post


The MSF SA Fundraising Team mission is: To inspire and engage the South African community to take action to save lives around the world though financial support towards MSF projects.

**MSF SA Cultivation strategies will reinforce accountability and focus on long term value of donors: - Identify and implement retention and conversion strategies aiming at increasing the long term value of our donors with specific attention to new donors that give during emergencies.

  • Increase operational and financial transparency and accountability to donors.
  • Increase usage of the "Life Time Value" to complement ROI and other KPIs as a measure of FR performance and profitability success.

This position is responsible for:

  • Providing essential personal contact to donors and qualified prospects by handling customer service issues, facilitating donors queries and gift renewals and upgrades.
  • Assisting in all donor services activities.
  • Implementing the Relationship cycle of the Regular and Occasional Donors within the Donor Care Team.
  • Project leading, developing activities and materials for third party events; and then promote, track and support thirdparty events.
  • Project coordinating and managing midlevel pool of donors; implementing and assessing the relationship cycle for these donors with in the retentions team.

KEY TASKS & RESPONSIBILITIES

Pro-active retention program:

  • Proactively communicate with regular and Occasional donors with in minor and midlevel pool; in a timely and appropriate manner to: thank/welcome them, send them the adequate material, issue tax receipts, and systematically encourage increased levels of involvement.
  • Work with the Donor Care team to implement the Relationship cycle for Active Regular Donors (RD), Occasional Donors (OC) and Preactive Regular Donors.
  • Ensure that each loyalty campaign is recorded in the database.
  • Ensure the recording and tracking of donations directly in the MSF account and specified accounts.
  • Work with the Donor care team to implement the annual strategy. Contribute continuously to the improvement of donor retentions interventions and donor cultivation through proposal of ideas and tests.
  • Oversee the implementation of activities, workflows processes, loyalty cultivation and communications for midlevel donor pool.
  • Participate and contribute to the analysis and cultivation for midlevel donors. Work with prospect researcher and data analysis in this.
  • Proactively coordinate and manage the retention cycle for midlevel donors and their proactive day today activities together with donor care team.
  • Project manage th

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